JANISA ALLEN
Dayton
Summary
IT Support Specialist with experience providing reliable desktop support and technical assistance across government and community-based environments. Skilled in troubleshooting hardware and software issues, managing user access, and maintaining stable system performance across Windows and Linux environments.
Approaches work with a clear, structured mindset—focused on resolving issues efficiently while keeping communication straightforward and easy to understand. Comfortable working independently, staying organized, and maintaining consistency across day-to-day support tasks.
Overview
8
8
years of professional experience
Work History
Support Specialist
Montgomery County IT, BCC IT
Dayton
01.2021 - Current
- Resolved an average of 8–10 ServiceNow service desk tickets daily and 10–11 in-person support requests, providing timely and consistent technical support across multiple channels
- Provided primary IT support over the phone, guiding users step-by-step through troubleshooting procedures for hardware, software, and connectivity issues in real time
- Assisted users remotely with VPN connection issues, ensuring secure access to internal systems and resolving authentication and connectivity problems
- Delivered remote support for monitor, cable, and peripheral setup issues, helping users properly connect and configure workstation hardware without in-person assistance
- Utilized remote desktop tools to access user systems, diagnose issues, and resolve technical problems efficiently, reducing downtime and escalation needs
- Managed user accounts, permissions, and software licenses using Active Directory, including onboarding, provisioning, and ongoing account maintenance
- Administered Microsoft Azure Active Directory to manage user groups, assign licenses, and send access invitations for county-wide systems and databases
- Monitored and followed up on open tickets to confirm resolution and system stability, maintaining strong user satisfaction and minimal repeat issues
- Communicated technical solutions clearly and patiently over the phone, ensuring non-technical users understood steps and outcomes
Technical Support
Technical Support, DISH TV
Dayton
04.2020 - 01.2021
- Provided technical assistance via phone, troubleshooting DISH TV customer issues to enhance user experience.
- Resolved connectivity and cable issues for customers, contributing to increased user satisfaction.
- Handled software update inquiries, ensuring timely support and minimizing disruption for customers.
- Educated users on equipment and account setups such as payments or cable packages, enhancing their overall experience.
- Maintained high standards of customer service in a dynamic busy call center setting.
Robotics Technician
Aerobiotix
Malberg
02.2019 - 05.2020
- Assembled surgical-grade air purifiers from the ground up, following detailed technical schematics.
- Calibrated and programmed air intake sensors for optimal performance in various room sizes.
- Identified, repaired, and logged mechanical and electrical issues during build and post-installation phases, enhancing system reliability.
- Prepped, staged, and conducted visual quality inspections prior to system testing.
- Tracked and documented inventory parts used during builds; flagged shortages and initiated order requests to ensure timely assembly.
- Collaborated with engineers to ensure units met performance and safety standards.
- Maintained organized workspaces and implemented improvements to streamline assembly process, supporting team efficiency.
Tier 1 Technical Support
Avery Dennison
Dayton
05.2018 - 10.2018
- Replaced internal hardware components including motherboards, LAN cables, and motors.
- Updated device software and customized menu options based on client specifications, ensuring compliance with user requirements.
- Coordinated with client organizations to confirm service authorization and streamline device support process, improving response times.
- Documented all repairs and parts replaced, maintaining accurate service logs and inventory records.
- Repaired and refurbished food freshness label machines for national clients, enhancing device reliability and client satisfaction.
- Prepared equipment for shipping, including testing, cleaning, and secure packaging.
- Assisted in payment processing and ensured systems met quality standards before return delivery.
Education
IT Internship -
Montgomery County BCCIT
Dayton08-2025
Associates - Systems Administration
Sinclair Community College
Dayton03-2026
Associates - Network Engineering
Sinclair Community College
Dayton03-2026
Skills
- Remote desktop assistance
- Ticket management
- Ticketing system management
- User training and support
- Network troubleshooting
- Incident reporting
- Device installation and configuration
- Active Directory management
- Microsoft Azure administration
- Linux fundamentals
- Virtual machine environments
- Vulnerability assessment
- Hardware diagnostics
- Customer service excellence
- Relationship management
Timeline
Support Specialist
Montgomery County IT, BCC IT
01.2021 - Current
Technical Support
Technical Support, DISH TV
04.2020 - 01.2021
Robotics Technician
Aerobiotix
02.2019 - 05.2020
Tier 1 Technical Support
Avery Dennison
05.2018 - 10.2018
IT Internship -
Montgomery County BCCIT
Associates - Systems Administration
Sinclair Community College
Associates - Network Engineering
Sinclair Community College